Roibets Casino - Player’s account has been closed.

Betreff: DRINGEND: Dauerhafte Kontoschließung und Selbstausschluss wegen Spielsucht

Sehr geehrtes Support-Team,

ich schreibe Ihnen, um die dauerhafte und unwiderrufliche Schließung meines Kontos bei Ihrem Casino zu fordern, da ich unter einer schweren Spielsucht leide.

Zuvor habe ich einen dauerhaften Selbstausschluss beantragt, aber Ihr Team hat stattdessen nur eine temporäre Sperre von 1 Monat eingerichtet. Eine vorübergehende Sperre ist völlig inakzeptabel und bringt mich in große Gefahr. Mein ausdrücklicher und primärer Wunsch ist ein lebenslanger Ausschluss, um mich vor den Schäden des Glücksspiels zu schützen.

Ich fordere Sie auf:

Mein Konto mit sofortiger Wirkung dauerhaft und vollständig zu schließen.

Mir schriftlich zu bestätigen, dass das Konto für immer geschlossen wurde und unter keinen Umständen wieder geöffnet wird.

Sollte dies nicht umgehend gelöst werden, werde ich diese Angelegenheit formell über Casino Guru und andere relevante Aufsichtsbehörden wegen Verletzung der Standards für verantwortungsvolles Glücksspiel eskalieren.

Mit freundlichen Grüßen,

[Redacted]

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Roibets Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account?
• Have you contacted customer support to specify that you require a permanent self-exclusion rather than a temporary one?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hallo Attila,

vielen Dank, dass Sie meinen Fall übernommen haben. Hier sind die Antworten auf Ihre Fragen:

Aktueller Kontozugriff: Derzeit habe ich keinen Zugriff auf mein Konto, da das Casino einen temporären Selbstausschluss von 1 Monat verhängt hat. Das Konto wird jedoch nach 30 Tagen automatisch wieder aktiviert (wie in deren E-Mail bestätigt wurde), was in der Vergangenheit bereits so passiert ist.

Antrag auf permanenten Ausschluss: Ja, ich habe das Support-Team ausdrücklich darüber informiert, dass ich unter Spielsucht leide, und um einen Selbstausschluss gebeten. Obwohl Roibets sich meiner Spielsucht bewusst ist, antworteten sie, dass 1 Monat der maximale Zeitraum ist, den sie einstellen können, und dass sich das Konto danach automatisch wieder öffnet. Sie weigern sich, mein Konto dauerhaft zu schließen oder auszuschließen.

Vielen Dank für Ihre Unterstützung bei diesem Anliegen.

Mit freundlichen Grüßen,

[Redacted]

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Neli7700,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Roibets Casino Casino and I hope that together we will come to a successful resolution of your issue.

I will now try to contact a Roibets Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Roibets Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Neli7700,

I have repeatedly tried to contact the Roibets Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the Roibets Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor